How It Works - AI Ticket Categorization

The AI Ticket Categorization app provides feedback on overall ticket sentiment and assigns the ticket category. It also provides insightful information on ticket management performance

If you still need to install and/or activate AI Ticket Categorization on your HubSpot portal or if you want to upgrade to paid plans to unlock all the features, please follow the instructions in the Setup Guide.

What's the superpower of this app?

The AI Ticket Categorization app helps you study and analyze the sentiment of your incoming tickets with the help of AI. This feature uses advanced algorithms to analyze the language used in ticket descriptions and interactions to determine the overall sentiment expressed by customers. By analyzing the sentiment, the app can provide valuable insights into customer satisfaction levels, allowing businesses to better understand and address customer needs and concerns. This automated sentiment analysis can help support teams prioritize and respond to tickets more effectively, leading to improved customer experiences and higher levels of customer satisfaction.

But that is not the whole story, with AI Ticket Categorization you can automatically categorize tickets using custom properties! Select one or more properties from the app's settings panel and the app will assign the right value based on the ticket information.

Go to:
👉 Main Feature
👉 Premium Feature
👉 Best practices
👉 Troubleshooting

Main Feature (Available with Free plan or higher)

When a ticket is created via form submission or from an incoming conversation, the AI will read the "Ticket description" property value, analyze the message's content, and populate the property "Sentiment ticket". This property will indicate the ticket sentiment with a value between GOOD, NEUTRAL, BAD.

AI Ticket Categorization App - Basic feature video

Premium Features (Available with Starter plan or higher)

With a paid plan you can enable additional properties to be filled in when the ticket is created.

AI ticket automatic brief description

This property will give you a short summary of the content of the initial ticket message.

Dropdown properties to categorize conversation

You can create and select one or more properties from the app's settings panel and the app will assign the right value based on the ticket information (read more).You will be able to choose up to 5 properties to have automatically filled in for the categorisation of your tickets, depending on the plan you decide to purchase (for details check the Pricing section in the HubSpot Marketplace).
To upgrade your plan, please follow the instructions in the Setup Guide.

AI Ticket - Categorize conversation and Brief Description video

By purchasing a paid plan (Starter plan or higher) the app continues to provide valuable insights throughout ticket management. After the ticket has been opened, the application will keep track of it by counting the number of interactions, average response time, and closing time. Once these premium features are enabled from Settings, you will be able to monitor:

“AI Ticket Iterations Number”

This property identifies the number of conversations exchanged during ticket handling. This metric helps in understanding the level of activity and engagement surrounding a particular ticket, providing insights into the complexity of support process.
Please note that Calls, Meetings and Tasks are not counted towards this property.

"AI ticket average response time"

This property calculates the average time taken to respond to a ticket from the moment it is created or reopened until the first response is provided. It measures the efficiency and responsiveness of the support team in addressing customer inquiries or issues.

"AI ticket closing time"

This property indicates the duration between the creation and its eventual closure. It measures the overall time taken to resolve a customer query or issue, including all interactions and necessary actions until the ticket is marked as resolved or closed.
If the ticket is reopened, the closing time is not reset to zero but rather the additional time to rework the ticket will be added.

AI Ticket Categorization - Closing sentiment & Performance indicators

Once the ticket is closed you can also show the "AI ticket closing sentiment" which Provide Sentiment Feedback with a value between GOOD, NEUTRAL, BAD. This value is calculated taking into account all exchanges that took place in the conversation, via email, text message and WhatsApp.

To upgrade your plan, please follow the instructions in the Setup Guide.

Best Practices

Now that the "Sentiment Ticket" property is up and filled, you can maximize its usage. For instance, you can use it in a report indicating the sentiment.
Or you can also use it within certain automation.
For example, you can automatically assign ticket priority based on detected sentiment.

Troubleshooting

You can change or upgrade your paid subscription anytime you want. Your monthly limits will be updated immediately. To change your plan, please follow the instructions in the Setup Guide.

To properly work, the inbox must be connected to a Ticket Pipeline. When the conversation is created, the message will populate the "Ticket Description" property of the associated ticket. If a pipeline is not associated, the app won't be able to read the message and analyze its sentiment.

If you encounter difficulties in accurately categorizing conversations through the automatic analysis of emails, it may be due to the values available in the selected property. It is crucial to choose an appropriate property and ensure that the associated values accurately reflect the content of potential incoming conversations.
Carefully verify that you have selected values relevant to your situation. The use of inconsistent or generic values could compromise the accuracy of categorization, as artificial intelligence relies on the consistency and relevance of the provided information. In case of categorization difficulties due to inappropriate values, the property will remain empty to ensure data cleanliness. Ensuring consistency in the entered values is essential to achieve precise results and optimize the conversation analysis process. If issues persist, we encourage you to contact our technical support for personalized assistance.

If you need support, please don’t hesitate to contact us at apps@exelab.com.